# FAQ

## Installation

<details>

<summary>What are the system requirements for Captioneer?</summary>

Captioneer is designed for Windows and MacOS machines running Premiere Pro 2025. The plugin is compatible with Adobe Premiere Pro 2022+.

</details>

<details>

<summary>Where is my download?</summary>

* :purple\_circle: Download links are sent via email and accessible from your [LemonSqueezy My Orders](https://app.lemonsqueezy.com/my-orders) page
* :tangerine: aescripts customers: Use the [My Downloads & Licenses](https://aescripts.com/downloadable/customer/products/) dashboard

</details>

<details>

<summary>How do I install Captioneer?</summary>

Follow the self-guided [Installation](https://docs.captioneer.com/setup/install) instructions & video.

</details>

<details>

<summary>How do I update Captioneer?</summary>

Captioneer auto-updates. See [updates](https://docs.captioneer.com/setup/install/updates "mention") for more info.

</details>

<details>

<summary>I have an installation issue.</summary>

Follow instructions on [email-support](https://docs.captioneer.com/resources/email-support "mention") page to reset extension. If issues persist, email [support@captioneer.tv](https://email:support@captioneer.tv)

</details>

## Editing

<details>

<summary>How does it work?</summary>

Captioneer pushes text and timing data from captions to .mogrts.&#x20;

.mogrts are fully customizable inside the Premiere Pro timeline, Properties panel, Essential Graphics panel, and the Text panel.

</details>

<details>

<summary>How do I edit the caption timing?</summary>

Edit using Premiere Pro’s native Text panel or directly in the timeline. See [Retiming Captions ](https://docs.captioneer.com/resources/youtube)for a demonstration.

</details>

<details>

<summary>How do I edit the caption design?</summary>

Select a .mogrt and open the Properties panel. Captioneer .mogrts are fully customizable for any font, color, position, scale, & more.

</details>

<details>

<summary>Can I set up captions on one machine and pass the project to a coworker who does not have Captioneer?</summary>

Yes! Collect files using Premiere Pro's built-in Project Manager to pass all project media to coworkers.

</details>

<details>

<summary>Can I create captions for multiple speakers?</summary>

Yes! Put each speaker on their own audio track (ex. Speaker 1 on A1, Speaker 2 on A2, etc.). You can use each track independently with Captioneer.

</details>

<details>

<summary>Can I build my own .mogrts?</summary>

Yes! Any .mogrt exported from After Effects can be used with Captioneer.

</details>

<details>

<summary>Where can I find more .mogrts for Captioneer?</summary>

1. Extra Captioneer .mogrts are released periodically. Email <support@captioneer.tv> to request a specific style
2. Order custom .mogrts as a Captioneer Enterprise customer
3. Download .mogrts from [Adobe Stock](https://stock.adobe.com/search/templates?filters%5Bcontent_type%3Atemplate%5D=1\&filters%5Btemplate_type_id%5D%5B%5D=6\&order=relevance\&safe_search=1\&get_facets=1\&hide_panel=1\&load_type=video+lp), [Envato](https://elements.envato.com/video-templates/mogrt), [MotionArray](https://motionarray.com/browse/motion-graphics-templates/), etc

</details>

## International

<details>

<summary>Does Captioneer support international languages?</summary>

Yes! You can enter any language into Captioneer .mogrts.

</details>

<details>

<summary>Can Captioneer translate captions?</summary>

Captioneer uses the built-in Premiere Pro translate captions features. Adobe currently supports 27 languages for automatic transcription & translation. [Watch this video to learn more.](https://youtu.be/IfQdQwETtcg)

</details>

<details>

<summary>Is Captioneer available in Japanese?</summary>

Yes! Captioneer has been localized for Japanese customers. It is available on [Flashback JP](https://flashbackj.com/product/captioneer).&#x20;

</details>

<details>

<summary>Is there an international discount?</summary>

Yes! If there is a discount for your country, a banner will show up on [Captioneer.com](https://captioneer.com).

</details>

## **Troubleshooting**

<details>

<summary>How can I reset Captioneer?</summary>

See here: [reset-settings](https://docs.captioneer.com/resources/email-support/reset-settings "mention")

</details>

<details>

<summary>How can I copy Effect Controls &#x26; MOGRT settings?</summary>

1. Copy Effect Controls "Motion" settings and effects by using Premiere Pro's right-click **Paste Attributes** command
2. Copy MOGRT settings by using Captioneer's [Copy/Paste](https://docs.captioneer.com/premiere-pro/premiere-pro-plugin/copy-and-paste-attributes) commands

</details>

<details>

<summary>Fonts aren't appearing.</summary>

A Yellow T symbol on the .mogrt thumbnail inside the Graphics Templates panel means the default .mogrt font is not synced to your computer.

![](https://3092639542-files.gitbook.io/~/files/v0/b/gitbook-x-prod.appspot.com/o/spaces%2F4kK96dgVqmTZiznq3aeE%2Fuploads%2FQHEbSDReYCS7vyfmP9av%2Fimage.png?alt=media\&token=83a8daaa-46b8-4ab3-ba7f-78358715e3e7)

Captioneer .mogrts auto-sync fonts from Google & [Adobe Fonts](https://fonts.adobe.com/), and allows manual syncing.

1. Go to Graphics Templates and drag the .mogrt onto the timeline. Auto-sync process will begin in Creative Cloud app.
2. You can hit the "i" icon in bottom-right to see the name of the missing font. Close Premiere Pro, install the font, and reopen.
3. See [Fonts](https://docs.captioneer.com/setup/install/fonts) for the full list of fonts used in Captioneer MOGRTs.

<img src="https://3092639542-files.gitbook.io/~/files/v0/b/gitbook-x-prod.appspot.com/o/spaces%2F4kK96dgVqmTZiznq3aeE%2Fuploads%2FzmTmMmAdG30yOQZjRDTN%2Fimage.png?alt=media&#x26;token=85dfbc3d-e038-4fe7-8772-ef53b069c0e4" alt="" data-size="original">

</details>

<details>

<summary>It's not working for my language.</summary>

Use the Font dropdown inside the .mogrt to change the font that supports your chosen language (i.e Hebrew, Arabic, Chinese, etc). For example, use a "CJK" font for Chinese, Japanese, and Korean languages.&#x20;

</details>

<details>

<summary>My text is cut off on the sides.</summary>

Watch [Filters](https://www.youtube.com/watch?v=LvaJK4hKLHQ) video.

Choose a .mogrt that matches your Sequence dimensions. Captioneer comes with Landscape 16:9, Portrait 9:16, and Square 1:1 .mogrts and Filters to show/hide them.

</details>

<details>

<summary>My text is incorrectly showing upper/lowercase letters.</summary>

![](https://3092639542-files.gitbook.io/~/files/v0/b/gitbook-x-prod.appspot.com/o/spaces%2F4kK96dgVqmTZiznq3aeE%2Fuploads%2FhOT6RJXZGpR1CPGjvlVs%2Fimage.png?alt=media\&token=1d8382d3-8643-4c93-ae3d-32b0ebd603d5)

Mismatching upper/lowercase letters are a font glitch in Adobe Premiere Pro and After Effects. Manually uninstall + reinstall your font.

Then quit Premiere Pro and manually delete your media cache:

<https://helpx.adobe.com/premiere-pro/kb/clear-cache.html>

Default Media Cache file locations:

* **Mac:** `~`*`/Users/<username>/Library/Application Support/Adobe/Common`*
* **Windows:** *`\Users\<username>\AppData\Roaming\Adobe\Common`*

</details>

<details>

<summary>How can I speed up Captioneer processing?</summary>

Edit locally. All footage, .mogrts, project files, and cache files should be on SSD or NVME drives for the best performance.

* Check [Puget Systems](https://www.pugetsystems.com/solutions/video-editing-workstations/adobe-premiere-pro/hardware-recommendations/) for info on optimizing Premiere Pro

{% hint style="info" %}
Speed depends on your specific hardware. Captioneer is fastest on Mac M1+ machines or Windows machines running NVIDIA GPUs.
{% endhint %}

</details>

<details>

<summary>I received an error: "Selected MOGRT file is not valid or not compatible with the current version of Premiere Pro."</summary>

Default Captioneer .mogrts are built for Premiere Pro 2025. For older versions of Premiere, download the free [2022+ Legacy MOGRTs](https://captioneer.lemonsqueezy.com/buy/3305f6ae-dbf8-4efc-95a6-0843b3746543).

{% hint style="warning" %}
Right-to-left languages are unsupported in old versions of Premiere Pro due to Adobe limitations. For RTL support, use default Captioneer MOGRTs in Premiere Pro 2025.
{% endhint %}

</details>

<details>

<summary>I received another error code.</summary>

If Captioneer alerts an error code that prevents your work, please email: <support@captioneer.tv>

</details>

## **Purchases**

<details>

<summary>Where is my license code?</summary>

* :purple\_circle: Your license code is sent via email and is in your [LemonSqueezy My Orders](https://app.lemonsqueezy.com/my-orders) page
* :tangerine: aescripts customers: Use the [My Downloads & Licenses](https://aescripts.com/downloadable/customer/products/) dashboard

</details>

<details>

<summary>How many licenses do I get?</summary>

Each license is valid for 1 user and 2 active computers. You can move licenses between machines at any time.

</details>

<details>

<summary>How can I move my license between computers?</summary>

Use the online [License Manager](https://licenses.motion.land/) or aescripts [Downloads & Licenses](https://aescripts.com/downloadable/customer/products/) portal.

Or use **Settings > Remove License** to deactivate your license code and then activate it on the other computer.

</details>

<details>

<summary>I started with Subscription but I really like it. Can I switch to Lifetime?</summary>

Of course!

1. Purchase a [Lifetime license](https://www.captioneer.tv/checkout/buy/5d3d4e1e-0a7b-4918-bf2e-b0d11641f69f)
2. In the Captioneer [Settings](https://docs.captioneer.com/setup/licenses/remove-license), hit "Remove License" to remove your Subscription license
3. [Activate](https://docs.captioneer.com/setup/licenses) the Lifetime license in Captioneer
4. Cancel the old Subscription license via [LemonSqueezy Customer Portal](https://captioneer.lemonsqueezy.com/billing)

</details>

<details>

<summary>Can I get an invoice?</summary>

Sign in to your [LemonSqueezy My Orders](https://app.lemonsqueezy.com/my-orders) page, select Captioneer in the sidebar, and click on Generate an invoice.

<figure><img src="https://3092639542-files.gitbook.io/~/files/v0/b/gitbook-x-prod.appspot.com/o/spaces%2F4kK96dgVqmTZiznq3aeE%2Fuploads%2FCQFxaQRtSgeGGZ0sO9Jq%2Fimage.png?alt=media&#x26;token=1e3e2ac0-aa13-423a-8b9b-375d674e0d8a" alt=""><figcaption></figcaption></figure>

</details>

<details>

<summary>Is there a student discount?</summary>

We got you. [Send an email](mailto:support@captioneer.tv) with your school details and we can hook you up with a coupon.

</details>

<details>

<summary>What is the refund policy?</summary>

30-day guarantee. If Captioneer does not suit your needs, we will refund you. Email <support@captioneer.tv> with your license key and we will initiate a refund.

</details>

## Other

<details>

<summary>My free trial expired. Can I get another?</summary>

You get 1 Free Trial per computer. :innocent:

</details>

<details>

<summary>Is it available for other editing software, like DaVinci Resolve or Final Cut Pro?</summary>

No. Captioneer is exclusively for Premiere Pro because Motion Graphics Templates (.mogrts) are only available within the Adobe ecosystem.

</details>

<details>

<summary>I love Captioneer and want to share it with my followers. Can I get an affiliate code?</summary>

Share it! Apply to be an affiliate and earn up to $25 per sale: <https://captioneer.lemonsqueezy.com/affiliates>

</details>

## Enterprise

<details>

<summary>Do you sell Enterprise Licenses?</summary>

Yes! We offer Enterprise support for with a minimum purchase of **5 seats**. Place an order with the [Stripe: Captioneer Enterprise](https://buy.stripe.com/cNi4gz4eea1T2ru79U2B203) payment link.&#x20;

</details>

<details>

<summary>What comes with the Enterprise plan for business customers?</summary>

We offer Enterprise support for 1-on-1 onboarding, team licenses, custom .mogrts, and more. Enterprise licenses can be dynamically moved between users and machines using the online [License Manager](https://licenses.motion.land/).

</details>

<details>

<summary>Do you sell Floating Server licenses?</summary>

Yes! Floating licenses can be dynamically moved between users and machines using the command-line. Purchase Floating Server licenses from [aescripts](https://aescripts.com/captioneer/).

</details>